Re: [rt-users] Move tickets to queue but don't allow ticket creation
On 12/02/17 07:57 AM, Keith Edmunds wrote: We have a "Triage" queue and a number of problem-type queues. Ideally, we'd like to allow tickets to only be created in the Triage queue and then be moved to the appropriate problem queue, but it appears that we need the "Create Ticket" permission on a queue to move tickets to it. Is there any way of achieving what we want? Thanks, Keith I'm assuming that you have specific people who process the triage queue. Put them in a Triage group. Give everyone the right to create tickets in Triage. Triage people have the right to create tickets in the problem queues. Requestors can SeeTicket, Reply, (SeeQueue?) and other standard stuff everywhere. This should funnel all the requests as long as you can make sure the Triage people follow the rules. :-) Jeff
[rt-users] Move tickets to queue but don't allow ticket creation
We have a "Triage" queue and a number of problem-type queues. Ideally, we'd like to allow tickets to only be created in the Triage queue and then be moved to the appropriate problem queue, but it appears that we need the "Create Ticket" permission on a queue to move tickets to it. Is there any way of achieving what we want? Thanks, Keith -- "The great enemy of communication is the illusion of it" - William Whyte
Re: [rt-users] Move tickets to Queue
I've solved this by using procmail instead of /etc/aliases. It might not be the most elegant solution but it works for me: :0 * ^(F|f)rom.*gmail\.com | /opt/rt3/bin/rt-mailgate --queue 'Gmail' --action correspond --url http://domain.tld :0 * | /opt/rt3/bin/rt-mailgate --queue 'General' --action correspond --url http://domain.tld On Tue, Feb 23, 2010 at 3:38 PM, JJussi rt-us...@jjussi.com wrote: How about your own version of 'rt-mailgate'. Take existing rt-mailgate and add little bit code in it what selects right queue base on sender address. Then you just need that one /etc/aliases line: support:|my-rt-mailgate --action comment --url http://domain.com/; This is not what you have asked, but better choose right queue outside RT than inside. On Tuesday, 23. Februaryta 2010 15:16:42 polloxx wrote: Thanks for all your suggestions. How can I do this using Scrips, so without the need to go to /etc/aliases? @Kevin: How do I check the return value of Setqueue? @Jerrad: We only have a limited number of customers and needed queues. On Tue, Feb 23, 2010 at 3:31 AM, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: On Mon, Feb 22, 2010 at 16:30, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: As I'm new to RT I'm trying to setup a system for our needs. We want a queue for each customer. Tickets are created by email. However, if you really want to do this, and assuming you have a relatively fixed set of requestors/queues, the easiest way to handle this would be running rt-mailgate with --extension=queue; of course, your current method of scrips permits you to programatically create a morasse of queues. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- JJussi ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Move tickets to Queue
On Tue, 2010-02-23 at 14:16 +0100, polloxx wrote: Thanks for all your suggestions. How can I do this using Scrips, so without the need to go to /etc/aliases? I am also interested in trying to setup the same thing with a Scrip in RT. We currently have a script that runs via procmail, which looks for certain keywords and automatically re-route tickets to the appropriate queue before ticket creation. We use this for automatic ticket exchanges with a sister support center that is using FootPrints, but we are in the process of testing an improved system that won't use email exchanges. Instead it uses a SOAP interface on the FP side and REST on RT. Because there will be no more email to intercept before RT and I would like to do the queue routing on the receiving side (RT), I would like to have a Scrip in RT that can change the Queue for a ticket before it is created. Is this even possible in RT with an On Create condition and custom action preparation or cleanup code? I am not sure how, or if it is even possible to intercept and change the parameters of a ticket creation transaction before it is created. I tried a Scrip similar to the one that started this thread, which did work for me, but it effectively created the ticket in the original queue, then moved it to the new queue, with only the queue change email going to the watchers of the new queue and the original ticket request going to the watchers of the original queue. Is what I am trying to do even possible with a Scrip in RT? ~Jason -- /--\ | Jason A. Smith Email: smit...@bnl.gov | | Atlas Computing Facility, Bldg. 510MPhone: +1-631-344-4226 | | Brookhaven National Lab, P.O. Box 5000 Fax: +1-631-344-7616 | | Upton, NY 11973-5000, U.S.A. | \--/ smime.p7s Description: S/MIME cryptographic signature ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Move tickets to Queue
Thanks for all your suggestions. How can I do this using Scrips, so without the need to go to /etc/aliases? @Kevin: How do I check the return value of Setqueue? @Jerrad: We only have a limited number of customers and needed queues. On Tue, Feb 23, 2010 at 3:31 AM, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: On Mon, Feb 22, 2010 at 16:30, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: As I'm new to RT I'm trying to setup a system for our needs. We want a queue for each customer. Tickets are created by email. However, if you really want to do this, and assuming you have a relatively fixed set of requestors/queues, the easiest way to handle this would be running rt-mailgate with --extension=queue; of course, your current method of scrips permits you to programatically create a morasse of queues. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Move tickets to Queue
How about your own version of 'rt-mailgate'. Take existing rt-mailgate and add little bit code in it what selects right queue base on sender address. Then you just need that one /etc/aliases line: support:|my-rt-mailgate --action comment --url http://domain.com/; This is not what you have asked, but better choose right queue outside RT than inside. On Tuesday, 23. Februaryta 2010 15:16:42 polloxx wrote: Thanks for all your suggestions. How can I do this using Scrips, so without the need to go to /etc/aliases? @Kevin: How do I check the return value of Setqueue? @Jerrad: We only have a limited number of customers and needed queues. On Tue, Feb 23, 2010 at 3:31 AM, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: On Mon, Feb 22, 2010 at 16:30, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: As I'm new to RT I'm trying to setup a system for our needs. We want a queue for each customer. Tickets are created by email. However, if you really want to do this, and assuming you have a relatively fixed set of requestors/queues, the easiest way to handle this would be running rt-mailgate with --extension=queue; of course, your current method of scrips permits you to programatically create a morasse of queues. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com -- JJussi ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
[rt-users] Move tickets to Queue
Dear,
As I'm new to RT I'm trying to setup a system for our needs.
We want a queue for each customer. Tickets are created by email.
So I want to test this with my own gmail address:
I've created a queue called 'Gmail'.
In the General queue I've created a Scrip:
Condition: On Create
Action: User defined
Template: Global template: Blank
Stage: TransactionCreate
Custom action cleanup code:
if ($self-TicketObj-RequestorAddresses =~ /pollo...@gmail\.com/){
$self-TicketObj-SetQueue(Gmail);
return(1);
}
return(undef);
So a new created ticket should move from the 'General' to the 'Gmail'
queue but it doesn't. What am I doing wrong?
Thx,
P.
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Re: [rt-users] Move tickets to Queue
Hi!
Why you don't create gmail -queue email alias?
/etc/aliases
gmail: |/opt/rt3/bin/rt-mailgate --queue 'gmail' --action correspond --url
http://support.company.com/;
so when customer sends email to address gm...@company.com, it goes automaticly
to gmail -queue!
On Monday, 22. Februaryta 2010 16:25:33 polloxx wrote:
Dear,
As I'm new to RT I'm trying to setup a system for our needs.
We want a queue for each customer. Tickets are created by email.
So I want to test this with my own gmail address:
I've created a queue called 'Gmail'.
In the General queue I've created a Scrip:
Condition: On Create
Action: User defined
Template: Global template: Blank
Stage: TransactionCreate
Custom action cleanup code:
if ($self-TicketObj-RequestorAddresses =~ /pollo...@gmail\.com/){
$self-TicketObj-SetQueue(Gmail);
return(1);
}
return(undef);
So a new created ticket should move from the 'General' to the 'Gmail'
queue but it doesn't. What am I doing wrong?
Thx,
P.
___
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--
JJussi
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Re: [rt-users] Move tickets to Queue
We only want one helpdesk address to send to. Depending on the from
address tickets should go to the appropriate queue.
On Mon, Feb 22, 2010 at 3:40 PM, JJussi rt-us...@jjussi.com wrote:
Hi!
Why you don't create gmail -queue email alias?
/etc/aliases
gmail: |/opt/rt3/bin/rt-mailgate --queue 'gmail' --action correspond --url
http://support.company.com/;
so when customer sends email to address gm...@company.com, it goes automaticly
to gmail -queue!
On Monday, 22. Februaryta 2010 16:25:33 polloxx wrote:
Dear,
As I'm new to RT I'm trying to setup a system for our needs.
We want a queue for each customer. Tickets are created by email.
So I want to test this with my own gmail address:
I've created a queue called 'Gmail'.
In the General queue I've created a Scrip:
Condition: On Create
Action: User defined
Template: Global template: Blank
Stage: TransactionCreate
Custom action cleanup code:
if ($self-TicketObj-RequestorAddresses =~ /pollo...@gmail\.com/){
$self-TicketObj-SetQueue(Gmail);
return(1);
}
return(undef);
So a new created ticket should move from the 'General' to the 'Gmail'
queue but it doesn't. What am I doing wrong?
Thx,
P.
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--
JJussi
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Re: [rt-users] Move tickets to Queue
On Mon, Feb 22, 2010 at 03:25:33PM +0100, polloxx wrote:
if ($self-TicketObj-RequestorAddresses =~ /pollo...@gmail\.com/){
$self-TicketObj-SetQueue(Gmail);
return(1);
}
What happens when you check the return values of SetQueue?
You'll get two values, a $value and a $msg if $value is 0, the $msg
will contain the error.
You may also need to make your scrip TransactionBatch, but you should
always check return values.
-kevin
pgpSOgkEhPOxv.pgp
Description: PGP signature
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Re: [rt-users] Move tickets to Queue
As I'm new to RT I'm trying to setup a system for our needs. We want a queue for each customer. Tickets are created by email. You may want to rethink this, as it seems like a really bad idea. It could potentially make the system extremely unwieldy due to the number of queues, and potential difficulty managing ACLs or templates? You do know that messages automatically get threaded right? And that the system is searchable? (with RTx::From you need only type from:polloxx to get to a list of all of your tickets) Also, RT automagically links to several other tickets from a requestor in the ticket display? ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
Re: [rt-users] Move tickets to Queue
On Mon, Feb 22, 2010 at 16:30, Jerrad Pierce jpie...@cambridgeenergyalliance.org wrote: As I'm new to RT I'm trying to setup a system for our needs. We want a queue for each customer. Tickets are created by email. However, if you really want to do this, and assuming you have a relatively fixed set of requestors/queues, the easiest way to handle this would be running rt-mailgate with --extension=queue; of course, your current method of scrips permits you to programatically create a morasse of queues. -- Cambridge Energy Alliance: Save money. Save the planet. ___ http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users Community help: http://wiki.bestpractical.com Commercial support: sa...@bestpractical.com 2010 RT Training Sessions! San Francisco, CA, USA - Feb 22 23 Dublin, Ireland - Mar 15 16 Boston, MA, USA - April 5 6 Washington DC, USA - Oct 25 26 Discover RT's hidden secrets with RT Essentials from O'Reilly Media. Buy a copy at http://rtbook.bestpractical.com
